Client Relationship Manager I
The Client Relationship Manager is responsible for driving profitable business results and operational excellence by creating and developing strong, sustainable business relationships with their clients. Operates with some guidance.
- Uncover and understand client objectives, challenges and needs by performing regular client needs assessments
- Leverage internal resources to enhance the customer experience
- Establish and grow senior relationships with assigned customers
- Prevent and/or resolve escalated client issues
- Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information
- Develop a quarterly plan to translate customer objectives into an overarching strategy
- Actively participate in long range strategic planning for customer
- May contribute to senior level client meetings and attends regular client status meetings as
- appropriate
- Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers
- Manage relationships both proactively and reactively
- Maintain a consistent focus on delivering exceptional customer experiences
- Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate.
- Model and promote exemplary customer engagement practices
- Understand business concepts and uses strategic processes to make good business decisions
- Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals
- Produce and present quarterly business reviews as needed
- Provide field team support as needed
- Foster a positive team environment
- Ensure confidentiality of internal and external data
- Perform ad-hoc projects and other duties as assigned
- Travel expected up to 20%
- Professional, relevant examples of solving tough customer issues
- Proficient in Microsoft Office Suite, including strong Excel skills
- Bachelor’s degree
- 6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry
- Multi-unit management experience
- Experience in a trade
- Experience in facilities industry
Average salary estimate
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